[Remote] Client Support Analyst

Note: The job is a remote job and is open to candidates in USA. U.S. Legal Support provides litigation support services to clients nationwide. The Client Support Analyst serves as a primary client contact, resolving inquiries, setting up accounts, supporting portal use, processing settled cases, and coordinating with internal departments to meet service level agreements.

Responsibilities

• Investigate and research issues to ensure proper corrective action is taken
• Quickly address client and sales partner inquiries and drive them to resolution
• Set up new client accounts via the company portal
• Direct, coach, and prepare new clients to use portal features effectively
• Complete front-end processing for settled cases
• Perform transcript and video status checks
• Handle client inquiries regarding price quotes for completed jobs
• Collaborate with other departments to resolve issues or fulfill requests swiftly
• Work efficiently while suggesting improvements to workflow processes
• Demonstrate genuine interest and retain knowledge of legal services offered
• Ensure service level agreements (SLAs) are consistently met or exceeded
• Perform other duties as assigned by department leadership

Skills

• High school diploma or equivalent required
• 3+ years of experience in customer service or client solutions
• Professional email and phone etiquette
• Strong attention to detail and active listening skills
• Excellent communication and problem-solving abilities
• Cheerful, professional, and client-focused demeanor
• Dependable and reliable with a strong work ethic
• Flexible and adaptable in a fast-paced environment
• Associate degree preferred
• Industry experience preferred
• Prior administrative or office experience a plus

Benefits

• Medical, Dental, and Vision Insurance
• Parental Leave
• LifeLock Identity Protection
• Employee Engagement Activities and More!

Company Overview